Technical Support Specialist

2 weeks ago

Vancouver, Washington, United States TeamLogic IT, Vancouver, WA Full time
Job Overview

Benefits:

  • 401(k)
  • Health insurance
  • Paid time off
  • Training & development

The Tier 1 Technical Support Specialist position is an excellent entry-level opportunity for individuals who are enthusiastic about customer service, possess strong problem-solving skills, and have a natural talent for addressing a variety of technical challenges. The ideal candidate will excel in a fast-paced and dynamic setting, enjoy engaging with clients, and thrive in a collaborative team atmosphere. If you are interested in contributing to a service desk team dedicated to enhancing the performance and growth of small to mid-sized businesses through technology, we encourage you to consider this role.


Key Responsibilities:

  • Act as the primary point of contact for clients via phone, email, or alerts from our remote monitoring system.
  • Conduct initial assessments of customer issues: clearly identify the problem, evaluate its urgency, and determine the appropriate course of action.
  • Manage customer inquiries, keeping them informed of progress and addressing any questions they may have.
  • Set up and configure new workstations.
  • Troubleshoot network infrastructure issues.
  • Install, manage, and support servers, personal computer hardware, and peripherals.
  • Monitor and maintain network systems, resolving any issues that arise within client networks.
  • Adhere to the Tier 1 process and documentation standards for all tickets handled.
  • Act as an internal advocate for the specific clients assigned to you.

Required Skills and Qualifications:

  • Outstanding customer service and communication abilities, with the capacity to explain technical issues to non-technical individuals.
  • Strong written communication skills for documentation and customer interactions across various platforms.
  • Experience in following established processes and familiarity with CRM systems.
  • A degree in computer science or a related field is preferred.
  • A valid driving record is necessary, as driving may be required for service calls.
  • At least one year of experience (or equivalent education) in the following areas:
    • Windows PCs:
    • Installation and management of Windows operating systems in both Workgroup and Domain environments.
    • Configuration of new PCs and migration of applications/data from old PCs.
    • Proficient in common Windows applications (Office 365, Adobe apps, etc.).
    • Troubleshooting and repairing common hardware issues to the subassembly level (e.g., power supply failures, hard drive failures, video graphics card failures).
    • Windows Servers:
    • Implementation and management of Active Directory and DNS services.
    • Setup and management of network security and file/folder permissions.
    • Management of certificates in Certificate Authority.
    • Management of print servers.
    • Exchange Servers:
    • Configuration of mail security measures, such as sender policies and recipient filtering.
    • Backup and restoration of mailboxes and public folders.
    • Database and PST management.
    • Outlook Web Access.
    • Additional Required Skills:
    • Virus removal techniques.
    • Strategies for countering spam.
    • Management and troubleshooting of Local Area Networks.

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